FACTS Implementation Specialist I – VAS in Boston, Massachusetts

Nelnet Business Services (NBS), a division of Nelnet, Inc., provides payment technology, education services, and learning management solutions to education and faith-based organizations, serving more than 1,300 higher education institutions, 11,500 K-12 schools, 3,500 churches, and millions of individual students, families, and supporters across the globe. Our culture of service enables us to form long-lasting and trusted partnerships, while our focus on creativity and innovative solutions empowers our customer communities to thrive.

As a Nelnet company, the perks at NBS go beyond our benefits package. You’re part of a community, invested in you as an individual and united by our mission to create opportunities for people where they live, learn and work.

SUMMARY:

The Value-Added Services (VAS) Implementation Specialist I is responsible for providing support in the Implementation and servicing of client institutions using FACTS products and related services. This position is also a support and training contact for client institutions on various products. Products include Website Services, Giving, Family App, Parent Alert or other “stand alone” products, as applicable.

JOB RESPONSIBILITIES:

1. Provide support as part of an overall Implementation team to an Institution who is implementing one or more FACTS products/services.

2. Contact with school(s) to establish VAS Implementation timeline(s) and expectations.

3. Work closely with CSM’s and/or RVP’s to enhance the customer experience and satisfaction.

4. Verification and/or completion of the Implementation Checklist.

5. Work with other Operational departments (e.g. Account Manager) to ensure smooth transition from Implementation.

6. Establish/maintain a training program for client institutions including curriculum and training sessions customized for the institution’s needs.

7. Conduct online training with new institutions and/or new contacts at existing institutions, instructing them on all aspects of the products they are implementing.

8. Provide ideas and analysis in regards to enhancements to current processes and features of new or existing products.

9. Provide phone support for a dedicated VAS phone queue and back-up for all areas of FACTS as needed.

10. Manage project tracking, phone/email communication and record of conversations in Salesforce.

EDUCATION:

Associates Degree in related field (Bachelor’s preferred).

EXPERIENCE:

1. Experience in providing outstanding customer service and building excellent client relationships is required.

2. Two years of experience in product service or implementation is preferred.

3. Experience with SaaS products is preferred.

COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES:

1. Strong interpersonal and communication (both written and verbal) skills.

2. Very detail oriented and a creative thinker.

3. Ability to work as a team player and establish good rapport with co-workers.

4. Excellent customer service skills (friendly, courteous, helpful and patient).

5. Excellent prioritization, organization, and time management skills.

6. Strong computer skills, including experience using Microsoft Office applications, Web Forms, and the Internet.

7. Ability to effectively instruct customers in the use of computer application and other services.

8. Ability to relate and provide instructions to people of all backgrounds, technical aptitude and abilities.

9. Ability to handle stressful situations and meet deadlines.

10. Strong initiative to get tasks and objectives completed without supervision.

11. Ability to work in a fast paced environment and effectively lead change.

12. Ability to work overtime as required, without supervision.

13. Ability to take direction from multiple sources and prioritize effectively.

14. A positive can-do attitude.

Pay Range: $21.16 – $22.60

Our benefits package includes medical, dental, vision, HSA and FSA, generous earned time off, 401K/student loan repayment, life insurance & AD&D insurance, employee assistance program, employee stock purchase program, tuition reimbursement, performance-based incentive pay, short- and long-term disability, and a robust wellness program. Click here to learn more about our benefits: LINK (http://nelnetinc.com/careers/benefits/) .

Nelnet is an Equal Opportunity Employer, complies with Executive Order 11246, and takes affirmative action to ensure that qualified applicants are employed, and that employees are treated during employment, without regard to race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance.

Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at Nelnet may request such accommodations by contacting Corporate Recruiting at 402-486-5725 or corporaterecruiting@nelnet.net .

Nelnet is a Drug Free and Tobacco Free Workplace.

You may know Nelnet as the nation’s largest student loan servicer – but we do more than that. A lot more. We’re also a professional services company, consumer loan originator and servicer, payment processor, renewable energy innovator, and K-12 and higher education expert (and that’s just a shortlist). For over 40 years, we’ve been serving our customers, associates, and communities to make dreams possible.

EEO Info (https://nelnetinc.com/wp-content/uploads/EEO-poster.pdf) EEO Letter (https://nelnetinc.com/wp-content/uploads/EEO-Jeffs-Letter.pdf) EPPA Info (https://nelnetinc.com/wp-content/uploads/Employee-Polygraph-Protection-Act-Poster.pdf) FMLA Info (https://nelnetinc.com/wp-content/uploads/FMLA-Leave.pdf)